Concordia is a medium-sized insurance company, headquartered in Hannover, Germany. The company serves more than 1.3 million customers with more than 1,000 employees and numerous agencies and business partners nationwide. Concordia is specialized in indemnity and accident insurances for private and business clients.
The Concordia website is the most important portal for all private and business customers and offers information and insurance calculators for the Concordia insurance products. In addition, Concordia runs numerous software applications and web portals for the agencies and insurance brokers. These support the users in customer management, the calculation of rates, and consulting at the customer’s home or the broker’s office.
The goal was to develop a single consistent user interface for several existing software and online services. The new interface was supposed to take the specific requirements of the insurance brokers and agency representatives into account and offer a simplified access to Concordia’s services.
“How will such a sales platform look like exactly and how much will the implementation cost?“ – A one year project was set up to answer these questions. The mission was to develop a prototype, for a first feasibility, scope and implementation estimate, taking into account both the target groups’ and Concordia’s internal requirements.
In order to gather the requirements of the target groups in a structured manner, usability.de carried out interviews with insurance brokers and agency employees at their work place. The core question was: “How do the users currently work with the various systems of the different insurance companies?“ By carrying out the interviews directly at the employees’ work places, usability.de was able to observe usability problems occurring during the real use of the applications.
Afterwards, the most important use cases for the new sales platform were defined and prioritized. By carrying out a card sorting with the agency staff, usability.de collected the users’ requirements for the navigation structure. The results were used to develop a user-centered information architecture. Following, all necessary forms, customer managing and tariffing processes were designed and visualized in a functional prototype.
“In a user-centered design process usability.de developed a prototype of a sales application. The prototype helped us in many ways– inter alia by collecting specific target group feedback in contextual interviews, as a basis for internal technical decisions as well as for strategic decisions. In addition to the visible project results – e.g. the navigation and interaction concept – changing our working manner by implementing a user-centered approach was an additional benefit. We thank usability.de for the results.”